Marcel Naamon
Bluffdale,UT
Summary
Experienced with overseeing guest services and enhancing customer satisfaction through strategic initiatives and operational improvements. Utilizes collaborative leadership style to foster team synergy and deliver seamless service experiences. Track record of driving adaptability and responsiveness in dynamic hospitality environments.
Overview
9
9
years of professional experience
Work History
Director of Guest Services
Hyatt Place
Salt Lake City, UT
09.2024 - Current
- Led guest services team to enhance customer satisfaction and loyalty through strategic training initiatives.
- Streamlined check-in/check-out processes, reducing wait times and improving operational efficiency.
- Developed and implemented service standards that elevated overall guest experience ratings.
- Collaborated with cross-functional teams to address guest feedback and resolve issues promptly.
Front Office Manager
Hampton Inn By Hilton
Draper, UT
03.2022 - 09.2024
- Prepare and maintain daily reports on room occupancy, revenue, and guest statistics.
- Monitor occupancy rates, adjust room rates to maximize revenue, and participate revenue calls.
- Review all reservations to ensure accurate segmentation, SRP's, and information.
- Specializing in assisting the sales team with administrative and revenue tasks including rooming lists, client arrivals, walk-away rates, and front desk team sales training within PEP including group, corporate negotiated, and local negotiated rates.
Front Desk Supervisor
Hilton Garden Inn Hotel
Salt Lake City, UT
04.2021 - 03.2022
- Trained new front desk staff in hotel procedures, customer service standards, and software systems.
- Monitored staff performance and provided feedback and coaching as needed.
- Handled reservation changes, cancellations, and special requests.
- Assisted in the preparation of the department budget and monitored expenses.
Executive Housekeeping Manager
Oquirrh Mountain Inn
Lake Point, UT
01.2020 - 04.2021
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Managed housekeeping inventory, including cleaning supplies, linens, and guest amenities.
- Conducted regular training sessions om cleaning techniques, safety protocols, and customer service.
- Regularly inspected rooms and public areas to ensure they meet hotel standards and cleanliness expectations.
Housekeeping Supervisor
Hyatt
Salt Lake City, UT
09.2018 - 01.2020
- Assigned cleaning tasks and responsibilities to staff based off on room occupancy and priorities.
- Addressed any issues or discrepancies promptly and coordinate with the team to rectify.
- Maintained open communication with the front office and other hotel departments to ensure efficient coordination of guest services.
- Ensured that rooms are properly stocked with the correct amount of amenities and supplies.
Laundry Supervisor
Oquirrh Mountain Inn
Lake Point, UT
04.2017 - 09.2018
- Oversaw the day-to-day operations of the hotel's laundry facility, ensuring that it operates efficiently and effectively.
- Conducted regular inspections of cleaned linens and textiles to verify their quality and cleanliness.
- Ensured that all laundry processes meet hygiene and safety standards, including proper handling and disposal of chemicals.
- Maintained records of laundry inventory, consumption, and expenses.
Education
High School Diploma -
Tooele High School
Tooele, UT05-2013
Skills
- Proficient in computer systems including PEP, OnQ, Opera, and Fosse
- Skilled in utilizing Microsoft applications effectively
- Experience in working with sales teams to align financial goals with market strategies
- Ability to streamline operations to reduce costs and increase productivity
- Strong ability to enhance guest satisfaction through personalized service and effective communication
- Proficient in leading and facilitating team meetings, fostering collaboration, and driving team alignment toward achieving department goals
Timeline
Director of Guest Services
Hyatt Place
09.2024 - Current
Front Office Manager
Hampton Inn By Hilton
03.2022 - 09.2024
Front Desk Supervisor
Hilton Garden Inn Hotel
04.2021 - 03.2022
Executive Housekeeping Manager
Oquirrh Mountain Inn
01.2020 - 04.2021
Housekeeping Supervisor
Hyatt
09.2018 - 01.2020
Laundry Supervisor
Oquirrh Mountain Inn
04.2017 - 09.2018
High School Diploma -
Tooele High School